Monique Keller
Fresh Meadows
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
16
16
years of professional experience
Work History
Rating Veteran Service Representative
Department of Veterans Affairs
06.2022 - 12.2024
- Reduced processing time for claims by identifying areas for improvement and implementing new strategies.
- Stayed up-to-date with policy changes for accurate representation of veterans'' rights, ensuring compliance with federal regulations.
- Collaborated with interdisciplinary teams to accurately evaluate disability claims and determine appropriate ratings.
- Educated veterans regarding their rights under various compensation programs or vocational rehabilitation services available.
- Worked closely with medical professionals to obtain necessary documentation for proper evaluation of disability claims.
- Provided support to veterans by addressing inquiries, guiding them through the claims process, and ensuring timely responses.
- Ensured consistent application of legal standards across all cases by adhering to established guidelines when rating disabilities.
- Verified client information by analyzing existing evidence on file.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Claims Specialist
Social Security Administration, SSA
07.2018 - 06.2022
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Followed up with customers on unresolved issues.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Enhanced customer trust and satisfaction by efficiently resolving claims disputes.
- Calculated adjustments, premiums and refunds.
- Posted payments to accounts and maintained records.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Collected premiums and issued accurate receipts.
- Verified client information by analyzing existing evidence on file.
Lead Customer Service Representative
Social Security Administration, SSA
04.2014 - 07.2018
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged claimants in person and over phone to answer questions and address complaints.
- Developed and implemented training programs to improve staff knowledge and skills, leading to increased productivity.
- Reviewed associate performance to identify training needs.
Call Center Customer Service Representative
Social Security Administration, SSA
03.2009 - 04.2014
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Addressed customer account discrepancies and concerns.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Associate of Medical Office Technology - Health Administration
Interboro Institute
Manhattan08-2005
Skills
- Claims analysis
- Microsoft office
- Oral communication
- Policy interpretation
- Multitasking
- Attention to detail
- Problem-solving abilities
- Reliability
- Organizing and prioritizing work
Timeline
Rating Veteran Service Representative
Department of Veterans Affairs
06.2022 - 12.2024
Claims Specialist
Social Security Administration, SSA
07.2018 - 06.2022
Lead Customer Service Representative
Social Security Administration, SSA
04.2014 - 07.2018
Call Center Customer Service Representative
Social Security Administration, SSA
03.2009 - 04.2014
Associate of Medical Office Technology - Health Administration
Interboro Institute
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